FROM VISION TO REALITY: BUILDING YOUR CX TRANSFORMATION ROADMAP
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Culture Change
Disney’s Customer-Centric Split Personality
We’ve all heard the stories. Disney cast members who rescue a lost stuffed animal and return it to a child with a photo album of its “adventures.” Servers who quietly slip a birthday cupcake onto the table. Staff who transform a rain-soaked day into a memory guests will treasure for life. These moments define Disney’s
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Myths About Workplace Culture
As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives
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How Stephen Cannon Made Their Mark
Q: What is the number one lesson you have learned during your CX career journey that you use on a regular basis, that you believe all CX professionals should know One of my favorite phrases is “Culture eats strategy for breakfast.” Culture is so important to achieving business outcomes. It doesn’t matter what the business
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WHAT IT TAKES TO LEAD CX TRANSFORMATION
Leading a customer-experience (CX) transformation requires a new mindset and a new way of operating. As a CX leader, you face the challenge of driving change across every function in the organization. You also have an opportunity to impact meaningful change as a thought leader who intersects with all the different functions within the business
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